IT Support Engineer (Tier 2 – Help Desk)  Location: Remote (EST Hours)  Schedule: Monday–Friday, 8:00 AM – 5:00 PM EST   We are seeking a seasoned Tier 2 IT Support Engineer with strong MSP experience to join our team. The right candidate will have a proven background in providing technical support across diverse client environments, with expertise in troubleshooting desktops, servers, networking, and business-critical applications. This role requires someone who thrives in a fast-paced environment, takes ownership of their work, and consistently applies problem-solving skills to deliver reliable results.  As part of our support team, you will serve as an escalation point for incoming tickets, handling both day-to-day and complex technical issues. You will be expected to manage your workload efficiently, maintain accurate documentation, and work collaboratively with peers to ensure SLA commitments and client satisfaction are met.  This position is best suited for an engineer who has already built a strong Tier 2 foundation, understands MSP operations, and can confidently support client environments with strong technical expertise and attention to detail. If this sounds like the right fit, and you’re someone clients can trust to deliver dependable, high-quality support, we’d love to hear from you!  Responsibilities - Serve as a Tier 2 escalations point handling both basic and complex IT issues  - Troubleshoot and resolve problems related to desktops, applications, servers, networking, virtualization, and domain services  - Provide advanced technical support for Microsoft 365, Active Directory, RDS/Terminal Services, Group Policy, and multifactor authentication  - Support specialized systems such as dental/medical equipment software and hardware (e.g., X-ray sensors, imaging applications)  - Troubleshoot connectivity and networking issues including firewalls, VPNs, VLANs, DNS/DHCP, and wireless infrastructure  - Take ownership of customer issues from intake through resolution, ensuring SLA compliance and customer satisfaction  - Perform root cause analysis to prevent recurring issues and improve overall service delivery  - Escalate unresolved issues appropriately to senior engineers or third-party vendors  - Document solutions clearly to contribute to shared knowledge resources

IT Support Engineer (Tier 2 – Help Desk)  Location: Remote (EST Hours)  Schedule: Monday–Friday, 8:00 AM – 5:00 PM EST   We are seeking a seasoned Tier 2 IT Support Engineer with strong MSP experience to join our team. The right candidate will have a proven background in providing technical support across diverse client environments, with expertise in troubleshooting desktops, servers, networking, and business-critical applications. This role requires someone who thrives in a fast-paced environment, takes ownership of their work, and consistently applies problem-solving skills to deliver reliable results.  As part of our support team, you will serve as an escalation point for incoming tickets, handling both day-to-day and complex technical issues. You will be expected to manage your workload efficiently, maintain accurate documentation, and work collaboratively with peers to ensure SLA commitments and client satisfaction are met.  This position is best suited for an engineer who has already built a strong Tier 2 foundation, understands MSP operations, and can confidently support client environments with strong technical expertise and attention to detail. If this sounds like the right fit, and you’re someone clients can trust to deliver dependable, high-quality support, we’d love to hear from you!  Responsibilities - Serve as a Tier 2 escalations point handling both basic and complex IT issues  - Troubleshoot and resolve problems related to desktops, applications, servers, networking, virtualization, and domain services  - Provide advanced technical support for Microsoft 365, Active Directory, RDS/Terminal Services, Group Policy, and multifactor authentication  - Support specialized systems such as dental/medical equipment software and hardware (e.g., X-ray sensors, imaging applications)  - Troubleshoot connectivity and networking issues including firewalls, VPNs, VLANs, DNS/DHCP, and wireless infrastructure  - Take ownership of customer issues from intake through resolution, ensuring SLA compliance and customer satisfaction  - Perform root cause analysis to prevent recurring issues and improve overall service delivery  - Escalate unresolved issues appropriately to senior engineers or third-party vendors  - Document solutions clearly to contribute to shared knowledge resources

**Remote Support & Troubleshooting** - Resolve customer issues across cloud telephony and AI voice platforms. - Handle helpdesk calls, emails, and tickets with speed and clarity. - Escalate complex cases while maintaining full ownership until resolution. **Cloud & AI System Configuration** - Deploy and configure customer systems remotely, including users, call routing, and integrations. - Set up and optimise AI voice agents and automated workflows. - Test systems thoroughly and document all configurations. **Customer Success & Training** - Provide proactive updates and maintain strong customer relationships. - Deliver remote training and guidance for users of all technical levels. - Create clear reports, documentation, and troubleshooting records. **Collaboration & Continuous Improvement** - Work closely with engineering teams to improve systems and processes. - Support ongoing enhancements to AI voice solutions

• Develop and maintain a deep understanding of the Salsify platform and our customers’ specific needs. • Provide excellent customer support experience by combining understanding, thoughtful insights, and concise responses. • Triage, research, and prioritize incoming issues using Salesforce Service Cloud and Jira. • Troubleshoot technical issues and escalate to senior team members as needed. • Develop technical solutions to help our customers win the digital shelf. • Perform a thorough quality assurance process to ensure the completeness of solutions. • Represent the support team while working multi-functionally with other groups. • Document processes and procedures and assist in training new team members.